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QA ALERT PORTAL - Doing Business with LCBO Alert Portal... · 2017-06-15 · Acknowledge QA Alert...
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QA ALERT PORTAL LCBO Quality Services, Grocery Operations & IT Systems June 2017
Transcript of QA ALERT PORTAL - Doing Business with LCBO Alert Portal... · 2017-06-15 · Acknowledge QA Alert...
QA ALERT PORTAL LCBO Quality Services, Grocery Operations & IT Systems June 2017
LCBO Participants
Carmen Sampaleanu, Project Manager
Eddie Chan, Senior Systems Analyst IT
Barb Chapple, Manager Quality Services
Leanne Rhee, Manager Grocery Operations
Jim Sheridan, Customer Service Representative Grocery Operations
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Agenda
LCBO QA Alerts | Product Recalls
● WHY? Barb Chapple, Manager Quality Services
● WHAT? Leanne Rhee, Manager Grocery Operations
● HOW? Eddie Chan, Senior Systems Analyst IT
● QUESTIONS? 3
Overview
LCBO is integrating product recall requirements into grocery and wine boutique operators internal systems for an efficient and streamlined process.
The need to evolve is driven by the market growth, where LCBO now has in excess of 1000 business units to communicate with to ensure product quality and safety in Ontario. .
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LCBO Quality Assurance
Grocers Welcome to Beverage Alcohol Sales
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LCBO Quality Assurance
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Responsible for product quality and safety
1. Meet Ontario and Federal regulatory requirements 2. Meet LCBO and CALJ standards
LCBO Quality Assurance
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Primary Role of QA “To ensure all beverage alcohol products offered for sale are compliant with regulatory requirements for composition, packaging and labelling.”
LCBO Quality Assurance
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LCBO Quality Assurance
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LCBO Quality Assurance
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LCBO Quality Assurance
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Legislation Food & Drugs Act & Reg’s
Consumer Packaging and Labelling Act & Reg’s
Ontario LLA & LCA
Ontario Wine Content & Labelling Act & Reg’s
LCBO Quality Assurance
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What can go wrong?
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Potential Quality issues related to ● Improper storage conditions
● Temperature extremes or fluctuations
● Exposure to UV light
● Damage to selling-unit packaging, seals, handles
● Breach of tamper-evident closures
What can go wrong?
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What can go wrong?
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What can go wrong?
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What can go wrong?
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Loss of Saleable Stock
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● Damage to selling-unit packaging, seals, leakage
● Torn or missing labels
● Breach of tamper-evident closures
● U.P.C. bar code scanning issues
Quality Issues
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● Chemical
● Microbiological
● Sensory faults
● Physical changes
● Packaging deformations
● Light Struck
Optimal Storage Conditions
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● Away from sources of warmth or extreme cold
● Avoid fluctuations between hot and cold
● Out of direct sunlight
● Stock Rotation - FIFO
Storage Temperature
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Shelf Life
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Beer ‒ May be unpasteurized – if so keep chilled ‒ Refer to date codes – vary by supplier ‒ Range from 3 months ‒ Keep bottled beer away from sunlight and heat
Cider ‒ Same as Beer
Wine ‒ More stable and longer shelf life than beer, but can deteriorate
In The Event of a Recall
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● Product is withdrawn from sale, all channels
● Repatriated to LCBO from Grocery & Wine Boutique stores for destroyal
● Retail stock destroyed
● Warehouse stock returned or destroyed
● Investigation is launched with CFIA
In The Event of a Recall
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Impact to the business?
1. Risk of liability 2. Out of market for days to
weeks or longer 3. Impact to Brand LCBO,
Grocer, Manufacturer
New Process – New System
The new process uses a web application, QA Alert, for grocery and wine boutique operators to respond to product quality alerts issued by LCBO.
Grocery and Wine Boutique head offices are responsible for reporting on behalf of their corporately owned stores and distribution centres.
Owners of franchisee locations are responsible for reporting for their own stores unless corporate franchisor has expressly assumed responsibility for franchisee locations.
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Recall Evolution- What is new?
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Current State Future State
Product Recall communication from Grocery Operations
Product Recall communication from QA Alert to appropriate contact
Manual process; lack of integration with grocery internal product recall systems
Automated process; integration with grocery internal product recall systems
Responsibility to respond with individual store operators
Responsibility to respond with head offices and/or franchisee locations
Respond and report affected inventory within 3 hours
Acknowledge QA Alert within 3 hours; Report affected inventory within 15 days
Follow up with individual store operators Follow up with head offices and/or franchisee locations
Return/Refund Authorization form completed and sent to Grocery Operations prior to product pick up
Product Recall form completed and included with returned product
Lengthy wait for product pick up Timely pick up of affected product
Lengthy wait for credit for product returned
Timely credit for product returned
How will I receive product recall communication?
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You will receive an LCBO QA Alert email outlining the affected product and specific instructions.
What is your role?
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Step 1: Acknowledgement of QA Alert
- Within three (3) hours of receipt - One of two responses is required:
1. Do not carry product, OR
2. Carry product; received the product
alerts described in the listed recall, and initiated product recall actions to secure the listed product(s) and prevent sales to the public.
What is your role?
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Step 2: Report Affected Inventory to make a claim to the LCBO for reimbursement
- Within three (3) days of receipt
- With up to twelve (12) days after to revise quantities, if required
- For each authorized location report affected inventory in units; for locations with no affected inventory, enter 0.
Returning Recalled Product to LCBO
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Required for a credit by the LCBO
1. Report affected inventory in QA portal 2. Completion of Product Recall form 3. Affected product securely packed in a
box with the completed product recall form inside and the LCBO assigned store number (5_ _ _) clearly marked on the outside of the box
4. Return to LCBO’s designated courier upon arrival at store
Returning Recalled Product to LCBO
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Most common errors: - No/incomplete paperwork - No LCBO store # on box (5 _ _ _) - No identification - Affected product not securely packed
- Loose, in plastic bags, in milk crates, in open boxes
Returning Recalled Product to LCBO
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Most common errors: - Product not part of recall returned - Affected product returned to wrong carrier/courier
- Staff not aware of pending pick up/location of product to be picked up - Multiple pick ups required
What is the impact to store operators?
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Errors can negatively impact your credit from the LCBO and affect the timeliness of reimbursement.
Available Resources
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QA Alert Portal User Guide for Grocery & Wine Boutique Operators
Available Resources
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Grocery Operations website www.lcbowholesaleoperations.com
Live Demo of the new
QA Alert portal
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Timelines
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Goals Duration Comments
Pilot Testing May 29 – June 8 Sobeys Farm Boy Lamantia’s
Pilot Test Signoff June 9
Resources Available June 12 www.lcbowholesaleoperations.com
User IDs distributed June 14
Launch – QA Alert portal June 14
What questions do you have?
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Contact Information
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Barb Chapple Manager Quality Services [email protected] [email protected] Leanne Rhee Manager Grocery Operations [email protected] [email protected] [email protected]
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